Master the art and science of customer retention.
Craft strategies that captivate, engage, and ensure a flourishing customer base. Transform your business one loyal customer at a time.
Course overview.
Ever felt like most customer retention courses just scratch the surface? We get it! That's why our Customer Retention Certified Masters course isn't your typical overview - it's a deep dive.
We blend theory with real-life examples, ensuring you grasp the pivotal role retention plays in driving customer loyalty and bolstering revenue.
Discover the why's and how's of customer retention, so you don't just understand it, but can action it effectively.
Learn the crucial techniques to identify and re-engage customers teetering on the brink of churning. By optimizing retention strategies, you'll not only minimize costs but also unlock avenues for more sales and sustained customer engagement.
Keen to amplify your retention prowess and reap the rewards? Let's get started!
By the end of this course you'll be able to:
Master retention
Grasp the intricacies of customer retention to optimize sales and foster long-term engagement.
Drive loyalty
Differentiate between retention and loyalty, using unique tactics to cultivate steadfast brand advocates who champion you to others.
Optimize outreach
Fine-tune your communication with at-risk customers, ensuring personalized and impactful touchpoints.
What's included?
Content
Immerse in over 3 hours of rich, educational content, specially curated to provide a 360-degree view of customer retention and its best practices.
Templates
Gain access to tried-and-true templates and frameworks. Streamline your strategies, ensuring efficient and effective implementation in the real world.
Bonus footage
90 minutes of bonus features with customer retention royalty like Michelle Wideman, Dan Farley, and Priyanka Yadav.
Insights
Benefit from exclusive fireside chats offering deep insights from industry-leading customer success leaders, broadening your perspective.
Coursework
Engage with structured modules designed to offer a blend of theory and hands-on exercises, ensuring a balanced approach to learning.Access
Enjoy lifetime access to all course materials. Whether you need a refresher or want to dive into specific modules again, we've got you covered.
Exam questions
Test your knowledge with challenging exam questions at the end of each module. It's not just about learning, but also ensuring you've grasped every concept.
Certification
Earn an official certification upon successful completion of all modules and exams, a testament to your mastery in customer retention.
Course curriculum.
Introduction to customer retention [60 mins]
How to get the most out of this course
Your course pack
What to expect from this course
What is customer retention?
Why is customer retention important?
The differences between customer retention and customer loyalty
The most common challenges of customer retention
[Bonus footage] Moving from just-in-time churn mitigation to proactive risk identification and mitigation - David Collard, Manager of Customer Success at LinkedIn
Key takeaways
Exam #1
Time to reflect
Resource library
Strategies to improve customer retention [50 mins]
Measuring customer lifetime value
Identifying your most valuable customers
Following up with your customers
Listening to your customer feedback
Building a cross-functional team
[Bonus footage] Keeping client engagement human in the digital age - Christopher Simpson, VP of Customer Success at Direct Commerce
Key takeaways
Exam #2
Coursework
Time to reflect
Fireside chat [30 mins]
This is bonus footage! It's not compulsory to complete the course, but we think it'd be worth a watch for you.
Customer retention strategies Brittany Yandura, Senior Customer Success Manager at Fieldguide
Progressing with your customers [95 mins]
Mapping your customer journey
Onboarding your customers for success
[Bonus footage] Panel discussion: The importance of onboarding
Identifying which customers are at risk of churning
Understanding why you're falling short and how to improve it
Dealing with customer frustration
Key takeaways
Exam #3
Coursework
Time to reflect
Metrics and analytics [70 mins]
The value of customer retention analysis
Different types of customer retention analysis
Key metrics
Cohort analysis
Win/loss analysis
[Bonus footage] Bring your own metrics - driving growth through customer success - Pablo Garcia Cano, Senior Product Marketing Manager at Auctane
Key takeaways
Exam #4
Coursework
Time to reflect
Fireside chat [30 mins]
This is bonus footage! It's not compulsory to complete the course, but we think it'd be worth a watch for you.
Customer retention metrics Sean Smith, Co-owner of Happy Hilly Kitchen and former VP of Customer Success at Apperio
The cost of customer retention [50 mins]
What is customer retention cost and why is it important?
Calculating customer retention cost
Optimizing your customer retention cost
[Bonus footage] Building a CS toolkit with a limited budget - Dan Farley, VP of Customer Success at Seenit
Key takeaways
Exam #5
Coursework
Time to reflect
Fireside chat [30 mins]
This is bonus footage! It's not compulsory to complete the course, but we think it'd be worth a watch for you.
The customer retention cost Christine Crandell, Principal at New Business Strategies
Wrap up [10 mins]
Incident report
Resource library
Your feedback
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FAQs
What is the Customer Retention Certified Masters course?
The Customer Retention Certified Masters course is designed to provide you with an in-depth understanding of customer retention strategies. It goes beyond traditional theories and equips you with practical knowledge through real-life examples, frameworks, and expert insights. This course offers a blend of interactive content, such as fireside chats with customer success leaders, hands-on exam questions for module mastery, and lifetime access to essential templates. This course will empower you with the tools and insights to enhance customer loyalty, reduce churn, and drive business growth.
Who’s this customer retention course for?
This course is primarily for:
Customer Success Managers
Customer Success Managers in a small team
Senior CSMs
It’s also ideal for aspiring customer success managers who want to advance their careers.
How does the course work?
The course is completely on-demand, so you can take it at your own pace. You’ll work through the modules chronologically, participate in activities, and complete mandatory exam questions at the end of each module to consolidate your knowledge. If you pass all the exams, you’ll officially be Customer Retention Certified!
How long will the course take to complete?
You can take however long you need to work through the materials, it’s completely flexible. The course consists of 3+ hours of on-demand content, including activities and exam questions - as well as 90 minutes of bonus footage!
What happens if I don’t pass the exams?
You'll have two attempts at each exam. If you fail the first attempt, we really recommend revisiting the materials to help you pass the second time around. If we can support you further, please reach out to us for more help.
Note: Contact support at support@pmmalliance.com for further help or to request that your exam be resent.
How long will I have access to the course content?
You’ll get lifetime access! Explore customer retention strategies anytime, anywhere, at your own pace.
How much does the Customer Feedback Masters Certified course cost?
$500. With this investment, you’ll have access to 3+ hours of OnDemand course content, templates to put your theory into action, and coursework to consolidate your learning.
Looking to learn as a team?
If you're looking to have a team of three or more certified, please contact Kyle regarding team rates.
P.S. If you need help convincing your boss, we’ve done the hard work for you.